Support Procedure

Network Support

• Touio undertakes to provide the client with the technical document pertinent to the services.
• That Touio commits to extend mail support services at L1, L2, and L3 levels. However the procurement of a dedicated Support Tier Package by clients is mandatory to avail themselves of Call support services offered by Touio.

For inquiries regarding support packages, interested parties are hereby advised to communicate with the designated Sales Team of the Company to obtain detailed information and procure the requisite support services.

Gateway Deployment Packages:

Supply, installation, testing, and commissioning:

1.   The Supply, installation, testing, and commissioning (SITC) of the gateway shall be encompassed within the Touio proposal. The customer shall not be liable for any additional charges except for specific exclusions explicitly delineated within the proposal.

2.   The Supply, Testing, and Commissioning (STC) charges are inclusive within the prices set forth by Touio. The installation responsibility however rests with the client, while the Touio Team will provide guidance.

• The supply of the aforementioned items in the offer falls within Touio's scope. However, any supplementary materials necessary for the installation of the gateway at the site shall be the responsibility of the client. Touio bears no liability for covering expenses related to additional materials required for installation.
• Touio shall not be responsible for remunerating any charges associated with Rigger services. Such charges shall fall under the scope of work and responsibility of the client.

Rigger- A telecommunications tower rigger is a person who has been trained and certified to handle and move loads on antenna supporting structures.

Inclusions

• The inclusions comprise one unit of Gateway, one Clamp, one Antenna, one RF cable, two Nut Bolts, one 25 meter Cat 6 cable, one PoE (Power over Ethernet), and one Power Cord.

Exclusions:

• As per Touio's standard practice, the allocated time for Gateway Deployment and Testing is two days. Additional charges may be levied in case the gateway deployment and testing time extend beyond the standard duration due to dependencies on the client's end.

Device Support:

1.   Touio will provide the technical documentation required for device on boarding onto the Touio network Server.

2.   For Device Technical Help/ Support, Touio will supply OEM documents. In the event the client necessitates additional aid with the device, Touio's obligation shall be confined to providing Level 1 (L1) Support solely upon the client's procurement of both the Network Server and Device from Touio. For Level 2 (L2) and Level 3 (L3) support, the client should directly engage with the original Equipment Manufacturer (OEM).

3.   In instances where customer buys devices without availing Network services from Touio, Touio shall not be held accountable to provide any form of L1, L2 or L3 support. In such cases, the client is required to directly liaise with the OEM for any necessary support.